FAQ's
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| FAQ's
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Q: Do we have to buy the machine?
A: No, there is no cost to you for any type of machine we install within your facility. We provide the machine free of charge. |
Q: Are there any costs involved?
A: Nothing! Coastal Canteen provides the machine, the products and service to your machine. Free of charge! |
Q: Do you charge for Service Calls?
A: No. We will not charge you for any service calls. We will send a Qualified Service Vending Repair Technician to repair any problem with the machine. All you do is call the main office with our convenient 800 number located on the front of the machine and we will dispatch one of our Service Repair Technicians. |
Q: What do I do if there is a problem with my machine?
A: Call 1-800-823-1446 or our local number 843-747-6120 and give the person who answers the phone the name of your business, the type of machine (snack, drink, food, etc…) and what problem you are experiencing with that machine. If you need to reach the office after hours, dial our emergency beeper number (843-973-4074) to page our on call Service Technician. He/She will return your call to the number you leave on the pager. If it's determined that it is not an immediate emergency, as soon as the office opens the following business day we will dispatch a Service Technician out to your location ASAP to correct the problem. If the problem is determined an emergency, the on call Service Technician will head to your location to repair the machine. |
Q: If there is a problem with the machine, how long does it take for you to get it fixed?
A: Most service calls are handled within a 4 hour time limit. We have an emergency “911” beeper number (843-973-4074) set up to handle any calls that may come in after our normal business hours. |
Q: How does the “911” emergency beeper work?
A: When you call 1-800-823-1446 or our local number 843-747-6120 anytime after hours, our voice messaging system prompts you to dial 843-973-4074. When you dial the number and leave your call back number, that line automatically pages the Service Technician on call. That person retrieves the number and returns your call and is dispatched to priority calls. Any non-priority calls received after hours will be handled the following business morning. |
Q: What do I do if I loose money in my machine?
A: When we set up your account we have refund booklets that each driver is responsible for distributing to one person at each of his/her accounts. That person would be responsible for having the slip filled out by person who lost their money and your company would reimburse that person. Then each time your account is serviced, our driver would check with that individual and collect slips and reimburse the money back to your company. |
Q: What are your normal business hours?
A: Our normal business hours are from 7:00 a.m. to 4:00 p.m. Monday thru Friday. There is a live person who answers all calls during these hours. After these hours a technician is on-call for all priority calls. |
Q: How do you make money if you don’t charge for your services?
A: We don’t charge you for our services or for you having the machine because we make our money off the product sales in the machines. |
Q: Can we choose which product we would like in our machine?
A: Absolutely! Upon calling, we dispatch one of our Account Managers to your location and he/she will provide you with a copy of our sample menu. You are able to choose which items you would like in your machine. Plus, as an added bonus, we track those items with our computer handhelds. With this information we are able to track what people prefer in each machine and we can predict fairly accurately what the majority you, your staff and your company would like more of in the machine. We always take product recommendations and fill the machine with that product when and if it’s available. |
Q: Are we locked into a long term contract?
A: Absolutely not! If you are not completely satisfied with the service we provide, just give us a 30 day written notice and we will be there to pick up our machine or machines. Our machine placement agreement provides you with the freedom to cancel our service at any time. |
Q: What is the installation process?
A: Once you give us a call and we dispatch our Account Manager to your location, he/she will help you determine the best location for your machine or machines. He/she will measure out the area including the entrance door we will need to go through in order to get the machine to the location that has been decided on. Once the location and the measurements are agreed upon by both you and Coastal Canteen, a machine placement order will be filed and your machine or machines will be placed as soon as possible (usually within a week’s time). Once the machine is placed, your scheduled Route Driver will fill the machine. |
Q: How often will my machine be serviced?
A: Service is scheduled once a week right off the start. From there, your machine will be monitored and rescheduled more frequently if needed. If you find a particular product keeps selling out we will make a selection adjustment or add another day of service to your machine to avoid this from happening in the future. |
Q: Can we have more than one column or row of a particular item?
A: Yes. If you have one column or row that keeps running out before your next scheduled service we will take a look at the other columns or rows and remove the less selling item and replace it with the more popular product. If there is a product that is not selling, it benefits both you and our company to have two columns or rows of the product that is selling more frequently. Also, if the location of the machine can sustain an additional machine we will be happy to add an additional machine to make sure you have enough product selections to sustain you between visits. |
Q: Are we liable for any damages done to the machine?
A: No. If the machine is continually abused, damaged or vandalized we may choose to remove the machine or machines and terminate services. |
